Share troubleshooting evidence safely
Capture the details that help investigation without exposing secrets.
Capture facts before changing anything
Record the exact message, affected URL or service, time and time zone, and the action immediately before the error. Note whether the issue affects one person or several. These details often help more than a large unfiltered log archive.
Prepare a useful screenshot or excerpt
- Keep enough surrounding context to identify the screen and action.
- Remove passwords, authentication codes, cookies, authorization headers, and private keys.
- Remove unrelated customer, financial, or employee information.
- Review the final exported file before attaching it.
Avoid including a browser address bar if it contains a private token or password-reset link. For a log, preserve relevant error identifiers and timestamps while removing sensitive values.
Be careful with diagnostic archives
Network captures and application logs can include complete requests, session credentials, and personal data. Do not upload a browser HAR file or full system archive unless the team has identified what is needed and arranged an appropriate process.
Explain what the evidence shows
Add a sentence describing the expected result and the visible difference. Identify which attempt the screenshot or log belongs to if you tried more than once. If redaction removes a detail that may be important, describe the type of value without revealing the secret itself.
Include this guide and what you tried in your ticket so we can pick up from there.
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